Calling Lists

This module allows calling lists within the currently selected project to be set-up and managed. Managing calling lists allows control of what calls are getting fed to the agents. For example, it is possible to prevent any callbacks from being called if the Callback result type is paused.

Note: A calling list is just a name given to a set of records in the pCallBacks table.

To access the Calling List Manager, click the following menu option:

The panel on the left displays the existing calling lists with checkboxes in front of them. On the right, the overview pie and the table show the statuses' representation and data of the selected lists respectively.

The following details are available for each calling list:

  • Name: The name of the list
  • Priority: The priority of the list getting values between 1 (lower) and 10 (highest). There are also two special values: 99 (list paused) and 100 (list inactive). The default value is 5.
  • Task Group: The task type of the calling list

To search for calling lists type a text in the Filter textbox and press <Enter>.

Overview

The pie-chart pictured on this section shows a representation of the record statuses across the selected calling lists of the current project. The following Record Statuses are used as result types in the graph:

  • New: “Fresh” (i.e. uncalled) leads in the current project
  • In Use: Leads that are currently being worked on by agents
  • Recycled: Leads currently waiting to be recycled
  • Call Back: Leads currently waiting to be called back
  • Complete: Completed leads

It is possible to change how the pie is broken down by selecting an option on the Breakdown By drop-down list. Each option allows a specific action through a button below the drop-down list (also depending on your access level).

Breakdown By Button Action
Record Status

Recycle: Resets all pending “recycled” calls (calls that have been automatically set to recall at some point) to “fresh” (uncalled) status, allowing them to be called again without waiting for the previously set recall time.
Calls List <No action available>
Skill

Reset All Skills: Reallocates all records of the calling list(s) to all skills (with confirmation).

Note: Only skills allocated to the correct task types will pick up these records.
Task Type Reset All Task Types: Allows you to change the task type of the calling list(s) (with confirmation).
Agent

Reset All Agents: Reallocates all records of the calling list(s) to all users (with confirmation).

Note: Only users allocated to the correct skills and task types will pick up these records.
Time Period Report Name: Resets the time period for all records of the calling list(s).

Additionally, an Assign Records to This List second button may be also available.

To add new calls to this Calling List, click this button. This will cause the Select Criteria screen (pictured below) to be displayed.

  1. Choose the selection criteria. There are two options for doing this; either select an Import ID (created when importing the data) from the “Use Import ID” drop-down list or create custom selection criteria using the “Use Contact Data” option. Choosing this option, allows for selection criteria to be created using the Infinity Function Builder.
  2. Allocate the records to the “pool” (i.e. make them generally available to all) or to a specific Skill only.
  3. Checking the Advanced box for two further options: - “Paused” – loads the new records in a paused state so that they are not picked by agents until everything is ready, and “Include Duplicates” which allows to calls already allocated to another Calling List to be included.
  4. Click the icon to assign the records to the Calling List.

The table below the pie-chart displays the number of the record statuses across the selected calling lists of the current project, including the new and overdue ones.

Status types having the icon beside them can be paused. This will cause all calls of this type to immediately stop being fed to agents.

Toolbar actions

Icon Description
Add a new calling list to the system
Modify the selected calling list
Remove the selected calling list

Make the calling list inactive (by auto-assigning priority 100 to it)

Tip: To make a list active again click the icon and change its priority to a value between 1 and 10.
Toggles displaying the inactive calling lists
Save your changes
Updates the calling lists